Technical Customer Service Associate

About the Position

Sutherland is seeking a motivated and passionate person to join us as a Technical Customer Service Associate. We are a group of driven and hard-working individuals. If you are looking to build a fulfilling career and are confident you have the skills and experience to help us succeed, we want to work with you!

Technical Customer Service Associate in this role get to:

• Be the Point of Contact; answer inbound calls to provide exceptional customer service and technical solutioning to consumers.
• Respond to inquiries about technical issues and finding resolutions, products and services, processing payments, or performing general account maintenance.
• Up-selling customers to new products or services may be encouraged.

Responsibilities

• Provide exceptional customer service and technical support.
• Respond to technical inquiries and resolve issues.
• Process payments and perform general account maintenance.
• Up-sell customers to new products or services.

Requirements

• A minimum of 3-4 CXC/GCE subjects inclusive of English Language, or a U.S. high school diploma or GED.
• Must have a valid (not expired) government issued ID, TRN and NIS card.
• Must have flexible availability to work any day and any assigned shift weekly (Weekends and Public Holidays).
• Must be able to train and/or work onsite at any of our Kingston and Portmore sites.
• Demonstrated ability to perform at a high level, to support our high volume of inbound calls.
• Experience in customer service is an asset and preferred.
• Strong technical or troubleshooting skills required.
• Good systematic problem-solving ability, using sound business judgment, and following through on commitments to customers.
• The ability to quickly and accurately identify and assess individual customer needs and take appropriate action steps to satisfy those needs.
• Excellent attention to detail.
• Excellent verbal and written communication skills; able to translate Customer communication rapidly and effectively on live voice or chat interactions.
• The ability to project patience, empathy, caring, and sincerity in written words or voice tone, depending on channel.
• Ability to effectively organize, prioritize, multi-task, and manage time.
• Multi-tasking skills, showcased through the use of several applications; experience working with CRM applications preferred.
• Basic PC keyboarding skills; basic Microsoft Office (Outlook, Word, Excel) experience required.
• Ability to type over 30 WPM with 80% accuracy.
• Must be very tech-savvy with strong abilities in handling troubleshooting techniques and resolving technical issues.
• Inspire confidence and positively influence the behavior, actions, and thoughts of others.
• Must be able to pass a criminal background check and drug test as needed.

We Offer

• Competitive compensation packages inclusive of base pay, incentives, over-time, and shift differentials for certain shifts.
• Annual merit increase based on performance.
• Paid Training whether onsite or in work at home.
• Discounts for several corporate and retail partners for services and products once Sutherland ID is presented.
• Excellent training and supervisory support - to help you feel comfortable servicing our customers.
• Competitive Salary with attractive and attainable PBI structure.
• Paid vacation and sick leave annually.
• Exceptional Health and Life Insurance Plan.
• Lunch benefits and subsidy.
• Onsite lunch concessionaire at reduced rates.
• Transportation/ Shuttle Services - Free transportation home for shifts that end after 9:00 pm and pick-ups for shifts that begin before 6am.
• Free On-site medical suite with nurse and medical doctor.
• Daily Refuel Plan - Robust and dynamic schedule of activities to keep employees energized both at home and in the office.
• Paid referral program.
• Career development & growth opportunities for advancement.
• Excellent Reward and recognition programs.

About the Company

About Sutherland:

Artificial Intelligence. Automation. Cloud engineering. Advanced analytics. For business leaders, these are key factors of success. For us, they’re our core expertise.

We work with iconic brands worldwide. We bring them a unique value proposition through market-leading technology and business process excellence.

We’ve created over 200 unique inventions under several patents across AI and other critical technologies. Leveraging our advanced products and platforms, we drive digital transformation, optimize critical business operations, reinvent experiences, and pioneer new solutions, all provided through a seamless “as a service” model.

For each company, we provide new keys for their businesses, the people they work with, and the customers they serve. We tailor proven and rapid formulas, to fit their unique DNA. We bring together human expertise and artificial intelligence to develop digital chemistry. This unlocks new possibilities, transformative outcomes, and enduring relationships.

Sutherland

Unlocking digital performance. Delivering measurable results